The role:
You will be joining the Biller Support team, responsible for handling about 19 inbound calls and emails per day from existing customers and businesses. This role focuses on providing high-quality support for payment inquiries, account management, and troubleshooting. You will also:
- Maintain accurate records of customer interactions in the CRM system.
- Provide detailed information and guidance on the features and benefits of the company's solutions.
- Collaborate with internal teams to escalate and resolve complex issues.
- The team is a mature, collaborative environment where you will be cross-trained to cover other roles.
The perks:
- Training: You will receive comprehensive training, including listening to calls, completing modules, shadowing for a week, and working on a limited number of cases before taking on a full workload.
- Support: The team leader, Joanne, provides weekly 1-on-1s and consistent support, with a management style that is collaborative, caring, and supportive of growth. She works alongside the team to help with cases when needed.
- Growth: This is a growing business with long-term opportunities for progression into areas like sales, marketing, operations, or finance.
About you:
The ideal candidate for this role is someone who is customer-centric, approachable, and takes constructive feedback well. You must have a positive mindset, be a respectful, hard-working team player, and possess the following:
- Proven experience in a customer support role.
- Strong communication skills, both written and verbal.
- Ability to troubleshoot technical issues and provide clear, step-by-step solutions.
- Strong problem-solving skills and attention to detail.
- Comfortable working both independently and as part of a team.
- Proficiency in using customer support software and CRM systems.
Benefits
- WFH: 1 day a week, flexible (Tuesday-Friday).
- Incentives: Quarterly bonuses once you pass probation.
- Awards twice a year: Staff-nominating-staff for an award and prize based on above-and-beyond performance.
- Culture: Thursday afternoon socials with nibbles and drinks, and an incredible culture built on company Values.
- Leave: 20 annual leave days, and 5 additional 'Odd Job Days' per year for personal matters.
If you have the experience and would like to know more about the role, please contact Louise by applying now.
#SCR-louise-anderson
